Front Office Manager

SUMMARY:

Provide on-going supervision of the Front Office Department; ensure guest satisfaction through service leading-by-example, responding to guest suggestions and complaints and follow-up with staff meetings. Serve as Rooms Revenue Manager for the property; establish Hotel revenue strategy, both short- and long-term; work with Sales Department and Front Desk Staff to ensure success in these strategies; set-up and manage online channels for Room Sales.

SKILL LEVEL AND EXPECTATIONS:

Possess solid experience in Hotel Front Office best practices, including yield management and forecasting, budgeting, scheduling, revenue management, including internet distribution channels and booking engines. Demonstrate proven ability to handle guest and associate complaints, concerns, and suggestions in a professional manner. Demonstrate strong ability to prioritize, delegate, and follow through on projects. Possess creative problem-solving ability. Have computer experience, including RoomMaster, Outlook, WORD, EXCEL and related.

Will participate in Manager-on-Duty schedule.

Must be available to work October weekends, and the nights of the Hawthorne and Witches Ball.

JOB RESPONSIBILITIES:

· Associate Maintenance: hiring; training; conducting staff meetings; scheduling; motivating; completing personnel performance appraisals; terminations; developing managers.

· Function as Revenue Manager for the Rooms Division – set availability and rate structures, establish overall revenue strategy and tactics in conjunction with other staff members (Director of Sales, General Manager, Controller).

· Attend and conduct staff meetings to ensure good communication with all departments and work toward improving the hotel overall.

· Maintain hotel availability and rates, including all channel management.

· Work closely with the hotel PMS vendor (RoomMaster) and CRMs (Travelclick, GuestFolio) to keep up to date on changes and upgrades to the systems.

· Work closely with the Director of Sales to set room rates and minimum night stay restrictions, ensure groups, hotel packages, promotions and local negotiated rates (passport club).

· Act as liaison between the hotel and Travelclick/GDS/Central Reservations/Web Reservations booking agent ensuring rates and availability are bookable through all sources.

· Ensure all Guest Comment Cards and GuestFolio surveys needing attention are properly responded to by a manager.

· Establish effective front office communication and information systems through logs, department meetings, and coaching and counseling.

· Supervise evening managers.

· Supervise and ensure proper training of all front desk associates, door people and parking lot attendants (when needed.)

· Work closely with staff to ensure guest expectations are exceeded. Lead by example. Instill a guest service attitude in all employees.

· Halloween – manage reservations, set rates, establish and create packages, gift bags, arrival and departure information. Requirement to work the night of the Halloween Costume Ball.

· Be familiar with hotel security. Coordinate with the local and state police, when necessary for functions.

· Be familiar with all hotel policies, hotel history, and the Employee Handbook.

· Adhere to all policies and procedures of the Hawthorne Hotel.

· Carry out any reasonable request by management.

The Hawthorne Hotel operates 365 days a year, 24 hours a day, and 7 days a week. You may be required to work a variety of shifts, including weekends and holidays, depending on the position you work.

Salary plus bonus. Free on-site parking and shift meal.

Pay: $60,000.00 - $65,000.00 per year

Benefits:

Dental insurance

Employee discount

Flexible spending account

Food provided

Free parking

Health insurance

Life insurance

Paid time off

Vision insurance

Work Location: In person